Test Yourself – How Agile is your Organization?
Organizations can be placed on the CX Agility Index in one of 4 key categories: Beginners, Floaters, Swimmers and Leaders.
Where does YOUR organization stand? Find out right now!
Take this short survey to find out where your organization is positioned on the CX Agility Index and get some recommendations for your next steps.
Begin CX Agility SurveyResults and Recommendation
What is the current cloud-state of your organizational infrastructure and applications?
How long would it take you to implement a newly-introduced digital communications service channel?
How many channels can your agents move between during a given interaction?
What type of issues can your service chatbots currently help with?
How complicated is it to introduce new service innovations of any kind to your organization?
How would you define the role Interaction Analytics plays in your Service organization?
How do you keep your employees engaged in today's work-from-home reality?
Please provide your contact information to complete the survey and get your CX Agility Index results
You belong to a group called the Beginners. These organizations are at the starting point of their CX agility journey, relying currently on legacy on-premises infrastructure and applications. You can add new channels, but depend on many providers and integrations to do so. You probably support a few service channels, but typically in a very siloed way. Self-service options are available but often based on hard-coded inquiries, with little or no Artificial Intelligence (AI) capabilities. You spend most of your time and resources on managing complex integrations of multiple outdated technologies from various vendors. When it comes to Analytics - is it typically used for addressing business needs related mostly to improving efficiencies. Moving to a work-from-home mode was most likely a difficult and costly project , created some disruption to you business continuity, and you are likely having a hard time fully engaging your agents.
Click here to read recommendationsIt’s time to kick off your agile service and begin the move to the cloud, in order to ensure business continuity and allow you to innovate quickly. Moving your contact center to the cloud must be your first priority in the agility ladder. Did you know that you can complete your transitioning to the cloud in only 48 hours? The NICE inContact CXone platform includes ACD & IVR, integrated Softphone, Voice Recording, Chat & Email, and is ready to use right out of the box. Start with supporting the basic channels on a cloud-based solution and make it easier to add on future capabilities such as workforce management, quality management, analytics and much more with a click of a button. All your employees will need is an internet connection and their laptop, and you are ready to start your journey towards providing excellent customer and employee experiences. As a next step, you can add Interaction Analytics capabilities that can be easily operationalized, to generate smart insight that can drive both better business decisions and performance improvement processes. Moving to NICE inContact CXone platform will eliminate the need for integrating different technologies and applications from different vendors to lower your TCO. It will also enable you to add new digital communication service channels in hours and provide your employees and customers with an omnichannel framework that allows them to navigate quickly and easily between channels, while maintaining full interaction context. CXone also enables quick automation capability implementation, from bots that augment the workforce and perform the mundane tasks for them, all the way to NEVA, NICE Employee Virtual Attendant who guides your agents in real time on their desktops to help them deal with new regulations and scripts that may change so often these days.
You belong to a group called the Floaters. These organizations have a mix of on-premises and hosted solutions, that do not provide today's required flexibility and pace of innovation. You can add new channels, but depend on many providers and integrations to do so. You are striving to provide a seamless customer service experience across touch points, but still operate the various channels in a siloed way. You may be offering self-service options, but those are usually all based on hard-coded inquiries, and with little or no embedded Artificial Intelligence (AI). Your organization can still feel sometimes like it acts as a 'systems integrator' and has to navigate through a complex technology stack from multiple vendors. When it comes to Analytics - it is typically used for addressing business needs related to improving efficiencies. The shift to work-from-home was relatively quick, but you are struggling these days with the need to provide a fully flexible work mode for a distributed workforce.
Click here to read recommendationsIt’s time to ramp up your service towards a full cloud solution. You started your journey to the cloud, but it seems like you need a push. Did you know that moving to NICE inContact CXone platform will eliminate the need for integrating different technologies and applications from different vendors to lower your TCO? It will also allow you to add digital service channels with a click of a button. You can take some load off your employees’ shoulders by implementing real self-help channels that will free them to deal with more complex service inquiries, as well as implementing bots to perform the mundane tasks for them. You can also use NEVA, NICE Employee Virtual Attendant to guide your agents in real time on their desktops to help them deal with new regulations and scripts that may change so often these days. When your customers contact you, they will be able to move seamlessly between channels, while your agents will provide this service on multiple channels, with one unified view of the interaction. You could also implement some AI-based Analytics, enriching your insights, understanding agent soft skills and drilling faster to root causes and core drivers, all the way to using ENLIGHTEN engine that interprets and measures human behaviors and transforms subjective behaviors into objective insights. There is also no better time than the present to listen to your employees and engage them at their isolated home offices, through connecting them to their personalized goals and training in a fun and gamified way.
You belong to a group called the Swimmers. These organizations are advanced in their journey towards CX agility. You have adopted a cloud infrastructure and deploy most of your solutions in the cloud. You can add new channels fairly quickly, though you may still have to depend on certain amount of integrations to do so. You enjoy an omnichannel framework that allows your end-customers to navigate quickly and easily between channels, while maintaining full interaction context. You most likely introduced some initial level of bots to your environment, taking care of specific use cases across a few selected service areas. You have a simplified technology stack, since you take a full application suite approach. When it comes to Analytics, it is being used at an agent level and to automate daily processes, but usually not in real time. Moving to work-from-home was a simple task for your organization. Your employees most likely simply took their laptops home and continued where they left off with no disruption. You offer real-time flexibility to your employees that fits perfectly with Gen Y and Gen Z lifestyle and work expectations.
Click here to read recommendationsIf you haven't done so, adopting a native cloud platform is a smart and essential move, that can actually help you perfect your customers and employee experiences. Implementing Artificial Intelligence (AI) and Automation within your processes and daily operations can substantially augment your workforce and increase your customer satisfaction. You can start with using NEVA, NICE Employee Virtual Attendant to guide your agents in real time on their desktops, with new regulations and scripts to handle new and emerging issues, in order to deal with the new and constantly changing customer demands. It’s time to add analytics capabilities to automatically predict the service issues of tomorrow and act on the right resolution before they even arise, including those you usually can’t find answers for, such as complaint management, customer churn prediction and much more, using ENLIGHTEN engine that interpret and measure human behaviors to improve customer satisfaction results. It provides clear and objective visibility into the most complicated CX issues by interpreting every interaction and transforming subjective behaviors into objective insights – consistently, accurately, with no bias and without human effort. ENLIGHTEN makes the smartest AI accessible to everyone in the organization, from providing executive level insight, through predicting agents performance, to changing the course of interactions in real-time while they are still happening. There is also no better time than the present to listen to your employees and engage them at their isolated home offices, through connecting them to their personalized goals and training in a fun and gamified way.
Congratulations! You belong to a group called the Leaders. You moved from consuming Software-as-a-Service to implementing Innovation-as-a-Service, using a cloud native open platform for you contact center. Since you are using a unified platform, you enjoy integrated workflows with end-to-end data flow between applications and processes. You have a digital-centric mentality and can add new channels easily as part of your standard mode of operations. You most likely provide your customers with a fully unified environment, seamlessly combining every possible channel, allowing for a single seamless omnichannel experience. You also probably use bots to augment your workforce in a rapid and completely seamless way, including agents real-time guidance. You spend virtually zero time on system integrations and are almost completely independent of IT resources. You use the full power of analytics and make it widely accessible across the organization: Using it to guide service in real-time, and in some cases even to predict things before they happen. Moving to work from home was quick and easy, had little effect on your business continuity, and you manage your work-from-home workforce in a personalized and dynamic way.
Click here to read recommendationsCongratulations on being a CX leader! You have probably transitioned to work from home in a seamless way! Are you wondering what else you can do for your customers and employees? It’s time to move to a complete interpretive and predictive service that is based on the advanced analysis of human behaviors. NICE inContact CXone discovers insights and answers critical questions before you even ask, including those you usually can’t find answers for, such as complaint management, customer churn prediction and much more. In addition, with Predictive Behavioral Routing (PBR) you can hyper-personalize interactions, connecting customers with the most suitable agent based on their personality type. With the fully integrated NICE ENLIGHTEN engine, CXone brings a new dimension of customer and employee satisfaction Insight. It uses Artificial Intelligence (AI) to interpret and measure human behaviors, thus delivering the metrics necessary to improve customer satisfaction results. It provides clear and objective visibility into the most complicated CX issues by interpreting every interaction and transforming subjective behaviors into objective insights – consistently, accurately, with no bias and without human effort. ENLIGHTEN makes the smartest AI accessible to everyone in the organization, from providing executive level insight, through predicting agents performance, to changing the course of interactions in real-time while they are still happening. And with NEVA (NICE Employee Virtual Attendant) employees can be guided in real-time on their desktops, using customer journey and employee behavioral insights.
